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Privacy Policy

SERVICE LEVEL AGREEMENT (SLA)

Lubr Delivery — www.lubrdelivery.com.au Entity: Lubr Delivery ABN: 55 496 457 37

Last updated: 5 May 2026

1. Purpose of This Agreement

This Service Level Agreement (“SLA”) outlines the service standards, performance expectations, and operational commitments provided by Lubr Delivery (“we”, “our”, “us”) to merchants (“Merchant”, “you”, “your”) using our last‑mile delivery and technology services.

This SLA forms part of the Merchant Service Agreement and applies to all deliveries, integrations, and platform usage.

2. Scope of Services

Lubr Delivery provides:

  • On‑demand and scheduled last‑mile delivery

  • Real‑time tracking and customer notifications

  • Merchant Portal access

  • API, HTML embed, and QR ordering tools

  • Rider/driver network management

  • Settlement and payout processing

  • Delivery‑related customer support

This SLA applies to all services delivered within Lubr Delivery’s active service zones.

3. Service Availability

3.1 Platform Uptime

Lubr Delivery aims to maintain 99% uptime for:

  • Merchant Portal

  • Order processing systems

  • Tracking and notification services

  • API and integration tools

Scheduled maintenance may occur outside peak trading hours and will be communicated where possible.

3.2 Delivery Availability

Delivery availability depends on:

  • Rider/driver supply

  • Operating hours in each service zone

  • Merchant location

  • Order volume and peak periods

We aim to maintain consistent rider availability during standard trading hours.

4. Delivery Performance Standards

4.1 Standard Delivery Timeframes

Lubr Delivery targets the following delivery windows:

  • On‑Demand Delivery: 30–90 minutes

  • Scheduled Delivery: Within the selected time window

  • Bulk/Wholesale Delivery: As agreed during onboarding

These are targets, not guarantees. Actual times may vary due to traffic, weather, rider availability, or operational constraints.

4.2 Pickup Timeframes

Riders aim to collect orders within:

  • 10–20 minutes for on‑demand orders

  • Scheduled pickup windows for pre‑booked deliveries

4.3 Failed Delivery Attempts

A delivery may be marked as failed if:

  • The customer is unavailable

  • The address is incorrect

  • ID cannot be verified

  • Delivery is unsafe or restricted

Redelivery or cancellation fees may apply.

5. Merchant Responsibilities

To maintain service quality, the Merchant must:

  • Prepare orders promptly

  • Ensure accurate order and customer information

  • Package items securely and safely

  • Comply with age‑restricted product laws

  • Provide clear pickup instructions

  • Maintain staff availability for rider pickups

Delays caused by the Merchant may impact delivery performance metrics.

6. Rider & Delivery Safety

Lubr Delivery enforces strict safety standards:

  • Riders may refuse deliveries that are unsafe, illegal, or improperly packaged

  • Riders may decline to enter private property or restricted areas

  • Riders may request ID for age‑restricted goods

Safety overrides delivery speed in all circumstances.

7. Issue Resolution & Support

7.1 Support Channels

Merchants may contact Lubr Delivery via:

7.2 Response Times

We aim to respond to merchant enquiries within:

  • 2–6 hours during business hours

  • Next business day for after‑hours enquiries

7.3 Incident Handling

Incidents include:

  • Delivery delays

  • Lost or damaged items

  • Rider issues

  • Platform outages

We will investigate and provide updates within a reasonable timeframe.

8. Compensation & Credits

Lubr Delivery may, at its discretion, offer:

  • Delivery fee credits

  • Partial refunds

  • Service adjustments

Compensation is not guaranteed and is assessed case‑by‑case. Lubr Delivery is not liable for:

  • Merchant revenue loss

  • Customer dissatisfaction unrelated to delivery

  • Product quality issues

  • Delays outside our control

9. Data & System Integrity

Lubr Delivery commits to:

  • Secure data handling

  • Encrypted transmission

  • Regular system monitoring

  • Compliance with Australian privacy laws

Merchants must not misuse or attempt to bypass platform security.

10. SLA Exclusions

This SLA does not apply to:

  • Delays caused by incorrect merchant information

  • Improper packaging

  • Extreme weather or natural disasters

  • Traffic incidents

  • Rider shortages during peak demand

  • Third‑party system outages (e.g., payment processors)

  • Merchant system failures

  • Force majeure events

11. Changes to This SLA

We may update this SLA from time to time. Continued use of the Services constitutes acceptance of the updated terms.

12. Governing Law

This SLA is governed by the laws of Victoria, Australia. Any disputes will be resolved in the courts of Victoria.

13. Contact Us

For SLA or operational enquiries: Email: support@lubrdelivery.com.au Website: www.lubrdelivery.com.au

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